Zomato introduces program to improve delivery partners’ safety

INDIA – Food delivery giant Zomato has launched a new safety response program meant to automatically detect accidents involving its delivery partners.

Zomato launched the Accelerated Safety Response programme at the “Sustainability and Inclusivity: Role of the Platform Economy” conference held in New Delhi in December 2024.

This initiative uses technology integrated into the delivery partner app to detect crashes autonomously, eliminating the need for manual intervention.

Once a crash is detected, the system promptly alerts Zomato’s central response team, which dispatches an ambulance to the accident site.

The company highlighted that this system could significantly reduce response times in emergencies, potentially saving lives.

As part of this initiative, Zomato has trained over 45,000 delivery partners in emergency first aid, basic life support, and cardiopulmonary resuscitation.

Speaking at the event, Zomato’s Chief Sustainability Officer, Anjalli Ravi Kumar, emphasised the company’s commitment to sustainability and safety, stating that the Accelerated Safety Response programme aims to provide immediate emergency assistance to its delivery partners.

India’s Road Transport and Highways Minister, Nitin Gadkari, noted during the conference that the country’s delivery workforce stood at 7.7 million in 2024, a number projected to rise to 25 million by 2030.

Zomato’s latest safety programme is part of a broader effort to improve the well-being of its delivery partners, particularly following recent challenges related to tax compliance.

In a recent development, Zomato was directed by the Indian tax department to pay INR 8.04 billion (US$94.8 million) in taxes and penalties for alleged non-compliance between 2019 and 2022.

This includes INR 4.02 billion (US$47.25 million) in unpaid taxes and an equivalent amount in penalties. The total claim significantly exceeds Zomato’s quarterly profit of INR 1.76 billion (US$20.94 million) reported for the period ending September 2024.

Zomato has announced plans to contest the tax authorities’ charges, asserting that its case is supported by opinions from external legal and tax advisors.

The company maintains that it is not liable for the disputed amount, explaining that delivery charges are collected on behalf of its delivery partners, who provide the service directly to customers.

Zomato also faces scrutiny from India’s antitrust authorities, alongside its rival Swiggy, for allegedly favouring certain restaurants on their platforms and violating competition laws.

These challenges underline the complex regulatory landscape in which platform-based businesses like Zomato operate.

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